I want / I would like to - even with a friend you should be polite and / as -why should she ring you? Thanks/ cheers- same function so only one is needed Only first name needed in closing for first email In the second email, you need to passive - was closed 'it' (refers to a single noun), while 'this' refers to a phrase; See http://www2.elc.polyu.edu.hk/CILL/exercises/itisbecause.htm lost keys falling into areas...are strong belief in our security system broad / board fee replied, and those that did agreed with I propose that in future we could send... At last (the boring movie has finished); Lastly / Finally she stated that.... Remember you need to ask for approval,not just comments from your boss. In the letter, she is a resident, not a client; she cannot do anything but be your 'client', unless she moves. we highly recommend that you Regarding insufficient communication being done generally good letter.
Date: 24th March 2011
From: Jan Wong (Estate Officer)
To: Becky Chan (Assistant Accountant)
Subject: Complaints from Residents
Hi Becky,
Such a bad luck. I just received a complaint letter from one resident. She complained about the new garbage collection system, suspension of our office during the Chinese New Year, no spare key given, security problem, no prior consultation and poor attitude of our staff. I've no ideas how to respond. Ring me during lunch time and I want to talk with you.
See you in canteen.
Thanks!
Cheers
Jan Wong
Date: 24th March 2011
To: Richard Chan( Estate Manager)
From: Jan Wong ( Estate Officer)
Subject:Complaint Letter Solutions
Dear Mr. Chan
I received a complaint letter from a resident relating to our newly introduced garbage collection system. I have suggested some solutions corresponding to the problems she pointed out.
1.No spare key provided during the Chinese New Year
The resident complained that she could not get access to refuse room because she lost her key and no spare key could be obtained since our office closed during the holiday. I think it is not our problem and I suggest that she puts her garbage into the rubbish bins next to our main gate provided.
2.Security problem
The lady was concerned about the risk from lost keys into wrong hands. In fact, all areas of our estate is fully covered by CCTV under 24 hours recording and I advise her to hold strong belief of security system .
3.No prior consultation
She also remarked that there was no prior consultation with residents when there was a new change introduced. I talked with colleagues and found that we had announced the change of garbage collection system by posting on the information broad, but unfortunately few replied and they agreed with the change. I propose that we could send letters to every resident and seek their feedback.
4.Poor performance of our office staff
At last , she stated the poor performance of our office staff. I found the staff were new and had no experience over handling issues from residents . Therefore, I recommend training program can be offered.
Please leave some comments regarding to my proposed solutions.
Regards
Jan Wong
Collier Estate Management Ltd
22 First Street
Ma On Shan
24th March, 2011
4/F Richland Court
Ma On Shan
Dear Ms. Ma,
Re: Various Suggestions
Thank you for taking time to contact our company to explain the issues that have occurred recently. We regret any inconvenience you have experienced and we assure that we are anxious to retain you as a satisfied client.
Concerning the new garbage collection system, we are pleased to offer spare key to resident during office hour. In other time, we would suggest that you may put your garbage into the rubbish bin next to the main gate if you cannot assess the refuse room. To avoid any inconvenience occurred, we highly you to keep your key at a safe place.
For the security issue, the back stair next to the refuse room is fully covered by CCTV under 24 hours recording. Our staff monitor the recording 24 hours a day so that we are able to keep the estate in secure condition. The estate is always a safe place to live in and you may not need to worry about general security issues.
Regarding that insufficient communication is done prior to introduction of the new system, we had announced it before its introduction by posting on the information board. Unfortunately few replies are received and they were supporting our new system. We agree that we can handle the matter better. We will send notices and reply slips to residents' post box next time so that we can communicate matters better with the residents.
Finally, we consider the attitude of our staff a serious matter and we do not tolerate any impoliteness action to our clients. We had emphasized that to our staff again. We sincerely hope that you may provide more information on this so that we can process the matter further.
Thank you again for bringing this matter to our attention and our company is actively working to improve service levels and all feedback from clients are important to us. For enquirers, please feel free to contact me at 2345-6789.
I want / I would like to - even with a friend you should be polite
and / as -why should she ring you?
Thanks/ cheers- same function so only one is needed
Only first name needed in closing for first email
In the second email, you need to passive - was closed
'it' (refers to a single noun), while 'this' refers to a phrase; See http://www2.elc.polyu.edu.hk/CILL/exercises/itisbecause.htm
lost keys falling into
areas...are
strong belief in our security system
broad / board
fee replied, and those that did agreed with
I propose that in future we could send...
At last (the boring movie has finished); Lastly / Finally she stated that....
Remember you need to ask for approval,not just comments from your boss.
In the letter, she is a resident, not a client; she cannot do anything but be your 'client', unless she moves.
we highly recommend that you
Regarding insufficient communication being done
generally good letter.
Date: 24th March 2011
From: Jan Wong (Estate Officer)
To: Becky Chan (Assistant Accountant)
Subject: Complaints from Residents
Hi Becky,
Such a bad luck. I just received a complaint letter from one resident. She complained about the new garbage collection system, suspension of our office during the Chinese New Year, no spare key given, security problem, no prior consultation and poor attitude of our staff. I've no ideas how to respond. Ring me during lunch time and I want to talk with you.
See you in canteen.
Thanks!
Cheers
Jan Wong
Date: 24th March 2011
To: Richard Chan( Estate Manager)
From: Jan Wong ( Estate Officer)
Subject:Complaint Letter Solutions
Dear Mr. Chan
I received a complaint letter from a resident relating to our newly introduced garbage collection system. I have suggested some solutions corresponding to the problems she pointed out.
1.No spare key provided during the Chinese New Year
The resident complained that she could not get access to refuse room because she lost her key and no spare key could be obtained since our office closed during the holiday. I think it is not our problem and I suggest that she puts her garbage into the rubbish bins next to our main gate provided.
2.Security problem
The lady was concerned about the risk from lost keys into wrong hands. In fact, all areas of our estate is fully covered by CCTV under 24 hours recording and I advise her to hold strong belief of security system .
3.No prior consultation
She also remarked that there was no prior consultation with residents when there was a new change introduced. I talked with colleagues and found that we had announced the change of garbage collection system by posting on the information broad, but unfortunately few replied and they agreed with the change. I propose that we could send letters to every resident and seek their feedback.
4.Poor performance of our office staff
At last , she stated the poor performance of our office staff. I found the staff were new and had no experience over handling issues from residents . Therefore, I recommend training program can be offered.
Please leave some comments regarding to my proposed solutions.
Regards
Jan Wong
Collier Estate Management Ltd
22 First Street
Ma On Shan
24th March, 2011
4/F Richland Court
Ma On Shan
Dear Ms. Ma,
Re: Various Suggestions
Thank you for taking time to contact our company to explain the issues that have occurred recently. We regret any inconvenience you have experienced and we assure that we are anxious to retain you as a satisfied client.
Concerning the new garbage collection system, we are pleased to offer spare key to resident during office hour. In other time, we would suggest that you may put your garbage into the rubbish bin next to the main gate if you cannot assess the refuse room. To avoid any inconvenience occurred, we highly you to keep your key at a safe place.
For the security issue, the back stair next to the refuse room is fully covered by CCTV under 24 hours recording. Our staff monitor the recording 24 hours a day so that we are able to keep the estate in secure condition. The estate is always a safe place to live in and you may not need to worry about general security issues.
Regarding that insufficient communication is done prior to introduction of the new system, we had announced it before its introduction by posting on the information board. Unfortunately few replies are received and they were supporting our new system. We agree that we can handle the matter better. We will send notices and reply slips to residents' post box next time so that we can communicate matters better with the residents.
Finally, we consider the attitude of our staff a serious matter and we do not tolerate any impoliteness action to our clients. We had emphasized that to our staff again. We sincerely hope that you may provide more information on this so that we can process the matter further.
Thank you again for bringing this matter to our attention and our company is actively working to improve service levels and all feedback from clients are important to us. For enquirers, please feel free to contact me at 2345-6789.
Yours sincerely
Jan Wong
Estate Officer